Canned Responses

Canned Responses

Canned responses are pre-written replies that agents can insert into ticket replies with a single click, saving time on common answers.

Creating a Canned Response

1. Go to Canned Responses in the navigation.
2. Click New Canned Response.
3. Give it a short, descriptive title (e.g. "Password Reset Instructions").
4. Write the full response in the content field.
5. Click Save.

Using a Canned Response in a Ticket

1. Open a ticket and go to the reply box.
2. Click the Canned Responses button (or dropdown).
3. Select the response you want to use — the reply box will be pre-filled.
4. Edit the text if needed before sending.

Tips for Good Canned Responses

• Use placeholders like [Customer Name] or [Order Number] and fill them in before sending.
• Keep a canned response for your most frequent 5–10 queries.
• Review them periodically — outdated responses can confuse customers.
• Group by topic using a prefix in the title, e.g. "Billing: Refund Policy", "Technical: Reset Steps".